Some additional information
Challenges
In order to improve the value for money that customers receive, we set specific challenges to address areas that could be improved. Below is an update on the challenges we set ReAssure for 2024:
- Fully Met: We challenged ReAssure to ensure their website remains fit for purpose, as it will not be developed for some time. Despite minimal functionality improvements, customers rate their digital offering as ‘good’.
- Partially Met: We wanted ReAssure to improve customer service standards to target levels, while transitioning staff to an outsourcer in 2024. Overall service levels are adequate but are yet to consistently meet targets. Management have been quick to react to the issues.
Challenges set for 2025:
- Improve the retirement and money-out service to meet internal targets.
- Improve processes for vulnerable customers to be evidenced through VC outcomes monitoring.